Lifecycle Specialist, Digital Success & Expansion

As a Lifecycle Specialist on the Digital Success & Expansion team, you will help build and run the programs that keep Apollo’s unmanaged customers healthy and growing. You will turn strategy into execution by setting up journeys, launching campaigns, and making sure the right messages reach the right customers at the right time.

You will report to the Senior Manager, Digital Success & Expansion, and work primarily within the scope of that team. With high level guidance from your manager, you will own the details of execution and look for ways to improve how we work over time.

This role is a good fit for someone who enjoys building, shipping, and iterating customer success/lifecycle programs, and who wants to grow their craft toward owning larger customer journeys and projects in the future.

Responsibilities:

Build and launch lifecycle campaigns

• Implement Customer Journey campaigns in our engagement tools across email, in-app, SMS, and push.
• Configure segments, triggers, and workflows based on definitions from your manager and cross-functional partners.
• Own QA for your campaigns, including audience checks, testing, link and tracking validation, and monitoring for issues after launch.

Operationalize the unmanaged customer journey

• Translate customer/lifecycle journey maps into concrete programs and assets, such as welcome flows, activation nudges, reactivation series, and expansion prompts.
• Maintain and update the catalog of live journeys, including documentation, naming conventions, and change logs.

Monitor health signals and triggers

• Work with Data and Ops to make sure the right events and properties are flowing into lifecycle tools for targeting and reporting.
• Regularly review signal and trigger performance, such as log-in activity, credit usage, feature adoption, and seat changes, and flag issues or opportunities to your manager.

Partner on content and playbooks

• Collaborate with Lifecycle Marketing, Support, GTME, and Sales to translate playbooks into lifecycle messages, templates, and sequences.
• Gather feedback from customer-facing teams on what is working and help roll those learnings back into programs.

Support experimentation and reporting

• Help set up and run experiments across subject lines, offers, flows, and channels.
• Pull and organize basic performance data from lifecycle tools and analytics platforms and contribute to campaign and program readouts.
• Track and share standard metrics for your programs, such as open and click rates, conversion to key actions, and impact on usage or seats.

Keep the system running smoothly

• Proactively identify issues, such as overlapping campaigns, conflicting rules, or stale content, and suggest improvements.
• Help maintain consistent processes, documentation, and quality standards across the Digital Success & Expansion pod.

Competencies & Experience:

Must‑Have Experience

• 2 to 5 years of experience in B2B SaaS in roles such as Customer Success, Digital Customer Success, Account Management, Sales, Lifecycle marketing, Marketing operations, growth operations, scaled customer success, Customer Support, or a similar execution-focused role.
• Hands-on experience building and launching campaigns in lifecycle or engagement tools, for example Customer.io, Braze, Iterable, HubSpot, Salesforce, Totango, Churnzero, Gainsight or similar platforms. Experience with Claude Co-work a plus!
• Comfortable working with segments, triggers, and event data, and able to spot issues in targeting or logic
• Strong attention to detail and quality. You care about accurate audiences, clean execution, and clear documentation.
• Analytical mindset. You can read dashboards, compare performance across variants, and summarize what you are seeing in simple, clear language.
• Communicate clearly in writing and are able to draft or refine short lifecycle messages, and you are open to feedback that helps improve copy and outcomes.
• Collaborative and inclusive teammate who engages well in a remote-first environment, listens to diverse perspectives, and focuses on solutions.
• Seek feedback from your manager and peers, while looking for opportunities to grow your skills.
• Curious about AI-native workflows and interested in using AI tools to speed up production and make customer experiences more relevant.

Nice‑to‑Have Experience

• Experience specifically driving seat expansion, multi‑team rollouts, or cross‑department adoption within existing accounts.
• Familiarity with product analytics tools (e.g., Amplitude, Mixpanel, internal dashboards) and/or basic SQL or BI tools.
• Experience contributing to modular design systems for email or in‑product messaging.
• Prior involvement in building churn‑prevention or save programs.